Incident Management Specialist

3 semanas atrás


São Paulo, São Paulo, Brasil Fiserv Tempo inteiro

At Fiserv, we're seeking a skilled Incident Management Specialist to join our team. As a Crisis Resolution Lead, you'll be responsible for managing and leading technical or multidisciplinary teams in War-Rooms related Critical-Major-Crisis Incidents.

Key responsibilities include:

  • Providing Incident Information / Communication Report during and after incident major
  • Coordinating solution among technical Teams in order to restore the service as faster as possible
  • Updating Critical Incident Tickets accordingly
  • Leading / Coordinating the Post Major Incident Review Meetings in order to define action plan and next steps, if required

You'll also be responsible for tracking incident backlog with technical teams, following and reporting Critical Incidents (P1), and coordinating Root Cause Analysis, Action plans and Improvements through Problem Management Process with all engaged areas.

Additionally, you'll review / authorize and open Emergency Changes, review High Impact Changes and identify / Report Gaps or recommendations, track and report High Impact Changes during its execution, and coordinate the communication to Business Areas and support on the validation required among technical teams before and during the Change Execution.

Requirements include experience on Incident with high impact – Crisis Management about is required, basic Knowledge in Infra-Structure environment and how the components are connected is mandatory, English spoken is mandatory, Spanish is desirable, Service now tool is desired, and Service Management knowledge and ITIL concepts (Incidente, Problem and Change Management) is mandatory.



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